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AI in the inbox

Paysio has AI built into the inbox at three levels, so you can use as much or as little as you like: it can suggest replies for you, help you write, or answer customers entirely on its own. You turn each feature on in Settings > Chat, on the AI tab.

AI suggestions

With AI Suggestions on, the AI reads the conversation and proposes reply options for you. In the composer, open the AI tools and choose Get suggestions. A few context-aware replies appear, and clicking one drops it into your composer so you can send or tweak it. It is a fast way to answer without starting from a blank box.

You can steer the suggestions with AI Suggestion Instructions in settings, for example telling it to keep replies concise and friendly or to always use the customer's first name.

AI compose

AI Compose helps you polish what you have already written. With a draft in the composer, open the AI tools and use actions like Expand or Rephrase to grow a short note into a full reply or reword it, and to adjust the tone. This keeps your own message but makes it clearer or more polished before you send.

The AI agent

The AI Agent goes a step further and answers customers automatically, without you in the loop, using your knowledge base (below). Conversations it is handling appear under the AI view in the inbox, so you can watch what it is doing and step in whenever you want.

Give it AI Agent Instructions to set its behavior and boundaries, for example how to greet people, its tone, and when to direct a question to a human or a specific email. This lets the agent handle the routine questions while your team focuses on the ones that need a person.

The knowledge base

The agent answers from a knowledge base you write, so its answers are accurate to your business rather than made up. On the Knowledge Base tab in Settings > Chat, add articles with a Title, an optional Category, and the content. Write an article for each common topic: your return policy, shipping times, how a product works, and so on. The better your articles, the better the agent answers.

Summaries

For a long conversation, you do not have to read every message to catch up. Open the conversation and click Summary to get a one-click AI summary of what has been discussed, so you can get the gist and respond quickly, which is especially handy when picking up a conversation a teammate started.

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